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975 results found

  1. Add KPI for "Not connected" call length - Performance reports

    We are needing a KPI in performance reports that show the total time spent on "not connected" calls. This is for when the sales user is calling but the customer does not answer - this time needs to be allocated towards their total time spent on calls and not justhandles time which is calculating connected calls length time only.

    1 vote
    Implemented  ·  0 comments  ·  Other  ·  Admin →
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  2. Some calls are being tagged as abandoned in the call analytics, but they were actually answered by a member of the call queue.

    Issue: Incorrect call results in LOB analytics

    Behavior: some calls are being tagged as abandoned in the call analytics, but they were actually answered by a member of the call queue.

    Step to Reproduce:
    Login to UID:6304540258
    Click Reports
    Choose Analytics
    Go to Performance Report

    Additional Info:
    Informed customer for feature request
    Submit Idea on ideas.ringcentral.com
    Feature Request: CUSTCOM-I-7751 (Edited)

    2 votes
    Under Review  ·  0 comments  ·  Live Reports  ·  Admin →
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  3. Add Handle Time and Answered to Outbound KPI

    Hi, we're looking to submit feature requests for the following:KPI column for Outbound: Handle timeIt seems like it's only tracking inbound handle time per call currently.Add #Answered to the Outbound column on performance reports.Its only available for inbound calls currently.

    1 vote
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  4. Fix your call reports

    To work

    1 vote
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  5. Outbound Call being identified as connected or missed.

    Currently there is now way to identify if outbound calls are connected to a customer or missed. And since the call length of some calls that are going to voicemail are over 1 minute, it is impossible to filter out all outbound calls that go to voicemail. If there was a signifier such as the missed/answered identifier on inbound calls, it would be very helpful analytical purposes instead of guessing if a short call was connected or went to voicemail.

    6 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  6. Duplicate analytics report

    it will provide an accurate information about live reports if it's not duplicated

    1 vote
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  7. to have a feature to have a live reports that showed progress day by day

    to have a feature to have a live reports
    that showed progress day by day

    2 votes
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  8. Allow Import/Export of Analytics Live Reports Dashboards or Assign View Permission Per Dashboard.

    In the Live Reports interface, I can create a Public dashboard for anyone to view, or a private dashboard for only me. When creating the dashboards, I know exactly which queues to include, which sites, users, etc. The person who needs to view these dashboards would struggle to create it; and I don't want them having to sift through a list of 100+ public dashboards to find the one I'd created for them.I should be able to craft a private dashboard, export that dashboard to a file and send it to who needs it. They could then import that dashboard…

    8 votes
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  9. in analytics.ringcentral.com/performance-report/default/call-details a call queue can be selected and the member of the queue who answer...

    ...ed the call is displayed, if you download the report in csv form it only shows the queue and not who answered it, can another column be added to the downloaded csv to show who in the queue answers the call?. If the downloaded report from the performance report could have a column added showing who answered the call from the queue it would capture the same infomation as the analyticws performance report

    2 votes
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  10. Choose between internal and external calls on Active Users graph

    It would be useful to be able to share the graph of Active Users just based off external calls.

    1 vote
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  11. Selective application of global filters

    We would like to be able to change the dates globally on a dashboard without also having to change hours or days of the week for day segmentation analysis.

    1 vote
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  12. The archive or history for the Service Level report

    To enhance the performance review process for the team, I'd suggest implementing a feature that enables the retrieval of live service data percentages from previous days in raw XLS format. This data should be stored in a readily accessible manner for administrators. Additionally, incorporating this information into a weekly report, with a daily listing of the service percentages, will provide a comprehensive overview of the team's performance.

    2 votes
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  13. Need a way to limit the user that a Person can see on Reports

    I need a way setup users in analitcs so that The user can only see the people that report to him. Right now when a user is added to analytics he can see all of the company.

    1 vote
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  14. Ability for queue managers to see incoming call in Live reporting

    The ability for queue managers to see who is calling while the call is in progress from live reporting. Attached is a queue dashboard where there is a "waiting" call but there is no option to see the number of the waiting caller.

    2 votes
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  15. Enable call metrics for CCRNs to be viewed within the Call Log and Analytics.

    So far the only call metrics that can be seen within the Call Logs in the RC Portal are from users. However, many accounts have numbers that are routed through a CCRN and those logs cannot be found when searched within the Call Log. Having this ability can help better analyze call quality issues from calls being routed through the CCRN and not just from users.

    1 vote
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  16. CALL LOGS: INTERNATIONAL CALLING VISIBILITY

    Please add additional filter / tickbox in PORTAL's CALL LOGS > DETAILED for LOCAL and INTERNATIONAL calls aside from just inbound and outbound - so they can sort outgoing international and determine the total minutes consumed for their reporting to upper management.

    9 votes
    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  17. Print Analytics Report

    Please add Print option from the Analytics Report

    2 votes
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  18. [ANALYTICS] Restricted view on specific sites

    Hello,It would be nice to get the possilibity to give access to analytics to users, but viewing only some sites, and not the complete view of the RC Infrastructure.IE : A World Wide Company - Give access to the stats of French sites for the French Manager.

    6 votes
    Under Review  ·  2 comments  ·  Other  ·  Admin →
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  19. Allow custom work week in LOB Analytics

    I have a retail customer whose work week is Sunday to Saturday and wants a weekly report to reflect this. Last 7 days to date only works if you manually do it on the day in question, they need a report subscription that allows a weekly report Sunday to Saturday

    1 vote
    Under Review  ·  0 comments  ·  Subscriptions  ·  Admin →
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  20. Capturing key press selections when calls are routed to an IVR ( menu system )

    When a caller dials a number that is setup with a menu system, a key should be selected from the key board to proceed further. The selection the caller makes could an important call stat. As an example, if you have a menu system that has different key selections for new clients and existing clients, the numbers of calls that selected each menu option would be a good call stat. Hence I would like to request RingCentral to consider this as a new idea. Many thanks!

    8 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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